Thursday, June 8, 2006, 5:34:28 AM, you wrote:
For example a customer comes in seeking a certain title which the library does not own...they are not satisfied. Unless a customer is in the building and seeks human intervention which suggests acceptable alternatives, they are unsatisfied. Do they think we are just inefficient? Not on the ball? Certainly most catalogs are no help in this area.
If the customer isn't satisfied because s/he wants it NOW, then that's a universal situation in any library (and any business, for that matter). But if the customer doesn't need instant satisfaction, which I realize is an increasingly uncommon situation, then why doesn't ILL do it in almost all cases? And can't the patron self serve via a web page to handle that? In fact, that could eliminate the user's need to come in at all.
dan
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Dan Lester, Data Wrangler dan@RiverOfData.com 208-283-7711
3577 East Pecan, Boise, Idaho 83716-7115 USA
www.riverofdata.com The Road Goes On Forever....
Received on Thu Jun 08 2006 - 11:23:34 EDT